Contact Centre Flow Chart

Start
Customer

Customer Customer
Customer incoming
Receives Receives Stop
call Response Notification

Call is put into a

multimedia waiting for
next available agent

No
Working
Request Callback
Hours
Send the
Customer
System

Yes
Service Rating

Assign call to available

Customer Service
agents

Call Reason
Identification

No Yes
Valid?
Customer Service Team

Confirm if no
Respond to Drop The
further info is Verify Stop
Enquiry Customer Call
required No more
Agent Responds
Classify Call Information
and drop the call More Information Required
General Required
Enquiry

Service Request
Classification Type Classify
Simple Process
Customer
Stop
Service Service
Department Case
Service Request Complaints Request

Complaint
Assign to Resolution
Department Process

Requires No
Escalation

Assigned to Yes
Department
Queue
ents
 Departmental

Depart
Process